Calling the Service Desk? Don't Make This Mistake ....

The Need-to-Know Summary

Avoid the temptation to do troubleshooting when you call the Service Desk to report a problem to be fixedDo not tell the Service Desk what you think is causing your problem. Report only the symptoms of the problem.

The Details:

Your DNR IT Customer Care Team has received several reports of DNR Associates calling the Service Desk to report a problem, and then telling the Service Desk what they think the problem is.

In short, please don't do that.

Avoid the temptation to do troubleshooting. Report only the symptoms of the problem (e.g., can't print; can't send e-mails; can't open or save Word documents; etc.).

Even though you may know what is causing your problem, it is also possible that you might not know for sure. In either case, it is up to the technician to figure it out.

I regret to put it that way, and people mean well, but the fact is that telling the Service Desk what you think the problem is can completely derail your problem ticket and results in delays of days or weeks.

It may be tempting to tell the Service Desk, "I need my printer driver re-installed," instead of saying, "I can no longer print."

Or saying, "My network connection is bad," instead of saying "I can no longer access my shared drive."

Or, "I need Microsoft Office 2010 reinstalled," instead of saying, "I can no longer save Word files."

But, for example, if a printer driver is not what is causing your printing problems, and the technician re-installs the printer driver and you still can't print, well ... the technician's work is done! He or she did what was specified on the ticket, and thus your ticket will be closed. You will have no other recourse but to call the Service Desk again and open another ticket.

Also, avoid all mention of technical-sounding terms such as "network," "drivers," "software," "reinstall," "printer sharing," and any other similar words that could jeopardize your ticket.

Just keep your problem description to a simple explanation of the symptom, and answer whatever questions the Service Desk may have.

Oddly enough, by providing less information, this will most probably increase your chances of getting your problem resolved quickly and correctly the first time. 


New E-Book, Georgia Parks and Natural Resources: A Guide For Educators, now available

Cover Image for E-book

An informative e-book, Georgia Parks and Natural Resources: A Guide For Educators, by Dr. Chris Greer, is now available as a free download.

Dr. Greer, a Professor of Instructional Technology at Georgia College in Milledgeville, worked closely with DNR's Office of Information Technology and Parks Division for over a year and a half to create this informative book.

This interactive downloadable E-book book takes a look at the incredible natural resources that can be found throughout the state of Georgia. 

Concentrating primarily on science and history, this media-rich book takes the reader inside various parks with text, images, and videos featuring scientists and interpretive rangers. 

The content is an excellent supplement to material that is being covered within K-12 classrooms across the state of Georgia.

Right now, the Georgia Parks and Natural Resources: A Guide For Educators e-book is available only download with iBooks on your Mac or iOS device. A version for Android and PC devices is forthcoming.

Example page in E-BookMulti-touch books can be read with iBooks on your Macintosh computer or iOS device. Books with interactive features may work best on an iOS device. 

To view this book, you must have an iPad with iBooks 2 or later and iOS 5 or later, or an iPhone with iOS 8.4 or later, or a Mac with OS X 10.9 or later.

For more information, please visit this link: